Contact
Email: [email protected]
Please never send your password, Google credentials, payment card number, Firebase token or Xsolla secret. Support may ask for your public account UID to locate a cloud document, but will not ask you to reveal authentication credentials.
Include these details
- The device and browser or Android version you used.
- The approximate date and time of the problem, including your time zone.
- The action immediately before the problem appeared.
- A screenshot of the visible error when possible.
- The diagnostic generated by the in-game Support panel.
Cloud-save problems
Do not repeatedly switch saves or delete local browser data while investigating a missing progression report. Stay signed into the affected account, open save history and note the current maximum zone. If another device still contains the expected progress, keep that device offline until support instructions are available.
Purchase and refund problems
For a web purchase, include the Xsolla transaction number shown on the receipt. A completed payment can take a short moment to reach the game through the signed webhook. If a refund has been accepted, the corresponding Gems or entitlement will be removed after the account refreshes.
For Google Play purchases, use the Google Play order reference when the mobile billing version becomes publicly available. Do not send a full bank statement or payment-card information.
Installation and update problems
The web version can be installed from a compatible browser. If an update appears stuck, close every open game tab or installed window, reopen the game and use its Update button. Clearing the service worker should be reserved for troubleshooting because it removes downloaded offline assets.
Expected response
Apotheosis is independently developed, so support is not continuously staffed. Reports with a reproducible sequence and diagnostic are prioritized. Critical account, payment and save-loss reports receive priority over balance suggestions.